Customer Service Center Manager
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
2P Perfect Presentation is hiring a Customer Service Center Manager in Jeddah to oversee daily operations, ensure service quality, and drive continuous improvement. The role requires managing KPIs, implementing COPC standards, and leading teams.
Key Skills for This Role
Responsibilities
- Manage the daily operations of the customer service center
- Ensure achievement of service quality, customer experience, and operational KPIs
- Develop and implement strategic and operational plans to improve customer satisfaction
- Analyze performance indicators, identify improvement opportunities, and follow up on corrective action plans
- Develop and maintain operational policies, procedures, and process documentation
- Standardize customer service practices in line with best practices and COPC standards
- Lead, coach, and motivate teams to enhance performance and service quality
- Prepare management reports, presentations, and recommendations for senior management
- Drive continuous improvement initiatives to enhance operational efficiency
Requirements
- Bachelor’s degree in Business Administration, Public Administration, or equivalent
- Minimum 5 years of experience in managing contact centers or customer service centers
- At least 2 years of experience in a supervisory or managerial role
- Proven experience in operations management, quality performance, and customer experience
- Strong knowledge of contact center KPIs, quality standards, and customer experience practices
- Knowledge of COPC standards and practices is required
- COPC certification or practical experience in applying COPC standards is preferred
- Strong leadership, communication, analytical, and decision making skills
- Proficiency in Microsoft Office and reporting/data analysis tools
Full Job Posting
About 2P
- Since 2004, 2P has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions.
- 2P continues to provide end to end solutions through its specialized business units and trusted market expertise.
Customer Service Center Manager
- This role is responsible for managing and overseeing customer service center operations, ensuring high service quality, improving customer experience, achieving operational KPIs, and leading continuous improvement initiatives in line with best practices and COPC standards.
Key Responsibilities
- Manage the daily operations of the customer service center.
- Ensure achievement of service quality, customer experience, and operational KPIs.
- Develop and implement strategic and operational plans to improve customer satisfaction.
- Analyze performance indicators, identify improvement opportunities, and follow up on corrective action plans.
- Develop and maintain operational policies, procedures, and process documentation.
- Standardize customer service practices in line with best practices and COPC standards.
- Lead, coach, and motivate teams to enhance performance and service quality.
- Prepare management reports, presentations, and recommendations for senior management.
- Drive continuous improvement initiatives to enhance operational efficiency.
Requirements
- Bachelor’s degree in Business Administration, Public Administration, or equivalent.
- Minimum 5 years of experience in managing contact centers or customer service centers.
- At least 2 years of experience in a supervisory or managerial role.
- Proven experience in operations management, quality performance, and customer experience.
- Strong knowledge of contact center KPIs, quality standards, and customer experience practices.
- Knowledge of COPC standards and practices is required.
- COPC certification or practical experience in applying COPC standards is preferred.
- Strong leadership, communication, analytical, and decision making skills.
- Proficiency in Microsoft Office and reporting/data analysis tools.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at 2P Perfect Presentation
Contact Center Operations Manager
Riyadh, KSA
2P is seeking an Operations Manager – CX to oversee contact center operations, ensuring efficiency, service quality, and workforce readiness. The role involves managing daily operations, coordinating project delivery, mo
Customer Service Team Leader (Jeddah-Makkah)
Jeddah, KSA
2P Perfect Presentation is seeking an experienced Call Center Team Leader to supervise a team of agents, handle escalations, coach team members, and drive performance improvements. Requires 2+ years of call center experi
Oracle Technical Consultant
Riyadh, KSA
Looking for an experienced Oracle Fusion Technical Consultant – PaaS to design, develop, and deliver Oracle Fusion Cloud extensions and integrations. The role focuses on bridging standard Oracle Fusion Cloud SaaS functio
IT Technical Support Supervisor
Jeddah, KSA
2P Perfect Presentation is seeking an experienced IT Technical Support Supervisor to oversee technical support operations and IT infrastructure in Jeddah. The role involves leading a support team, monitoring infrastructu
Database Supervisor
Jeddah, KSA
2P Perfect Presentation is seeking an experienced Database Supervisor to manage and optimize enterprise Oracle database environments. The role ensures high availability, security, and performance, and requires 8+ years o
UI/UX Designer
Jeddah, KSA
2P Perfect Presentation is seeking a creative UI/UX Designer with 5+ years of experience to design intuitive digital experiences for web and mobile platforms. The role involves user research, wireframing, prototyping, an
Customer Service Specialist (Urdu)
Jiddah, KSA
2P Perfect Presentation is looking for a Customer Experience Representative fluent in Urdu and English to handle customer inquiries across multiple channels. The role focuses on resolving issues, improving satisfaction,
SharePoint & EPM Developer
Riyadh, KSA
2P in Riyadh is seeking a SharePoint & EPM Developer to design, develop, and maintain enterprise collaboration and project portfolio management solutions. Requires 4+ years SharePoint experience, 3+ years EPM experience,
Contact Center Operations Manager
Riyadh, KSA
Customer Service Team Leader (Jeddah-Makkah)
Jeddah, KSA
Oracle Technical Consultant
Riyadh, KSA
IT Technical Support Supervisor
Jeddah, KSA
Database Supervisor
Jeddah, KSA
UI/UX Designer
Jeddah, KSA
Customer Service Specialist (Urdu)
Jiddah, KSA
SharePoint & EPM Developer
Riyadh, KSA